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Complaints

Effective complaint handling is the key to an ethical public service. The National Indigenous Australians Agency is accountable for the conduct of its staff and must be prepared to deal with complaints openly, efficiently and fairly.

The National Indigenous Australians Agency aims to provide consistent and quality services to the Australian community through our staff and service providers and make every effort to improve our services.

Where a client raises a complaint that complaint will be:

received and addressed in confidence

addressed in a helpful and cooperative manner

resolved promptly or referred to an external body.

The Complaints Policy is designed to identify opportunities for improving customer satisfaction with the delivery of funded services and enhance the client/provider relationship. However, it is recognised that complaints will sometimes involve staff.
The APS Code of Conduct requires all public sector employees to comply with the minimum standards of conduct and integrity based around the principles of personal integrity, relationships with others, and accountability.

It is incumbent on our department to manage complaints well to mitigate risk and learn from important client feedback.